[Remote] Senior IT / IS Help Desk Manager

Note: The job is a remote job and is open to candidates in USA. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. They are seeking a highly skilled and strategic Senior IT/IS Help Desk Manager to lead their large-scale support operations, ensuring operational excellence and managing key vendor relationships. Responsibilities • Develop and execute the long-term strategy for the IT help desk, including implementing new technologies, defining service level agreements (SLAs) for a global user base, and aligning support services with business goals. • Oversee all daily operations of the help desk. This includes advanced ticket management, incident response, problem resolution, and ensuring consistent service quality across multiple locations. • Manage and optimize relationships with multiple IT vendors and service providers. This involves negotiating complex contracts, monitoring vendor performance against SLAs, and ensuring vendor services provide maximum value. • Drive the development and implementation of scalable IT policies, processes, and best practices. This includes optimizing workflows, introducing automation, and ensuring compliance with industry standards like ITIL. • Utilize help desk metrics to analyze performance trends, identify areas for improvement, and report on key performance indicators (KPIs) to senior management. Skills • Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience. • 7 years of progressive experience in IT support, with at least 4 years in a senior management role within a large enterprise (5,000+ end users). • 5 years of Direct IT Help Desk call center management experience, including experience with shift management, performance metrics, industry standards & trends, workflows and cost optimization. • 5 years of managing and implementing ITIL-based processes (e.g., Incident, Problem, and Change Management). • Comprehensive knowledge of IT infrastructure, including enterprise-level hardware, software, network architecture, device lifecycle management, and cloud services (GCP). • Ability to travel domestically and internationally. • Leadership skills with a track record of managing and motivating, diverse teams, and remote teams with strong vendor management skills. • Strong verbal and written communication skills, with the ability to present complex information to technical and non-technical audiences. • Strong analytical and problem-solving skills, with a proactive approach to issue resolution. • Servicenow optimization and automation. • Experience in vendor management, including service review and performance oversight. • Experience with IT service management (ITSM) tools and methodologies. Benefits • Bonus • Cash award • Benefits Company Overview • Google Fiber is a telecommunications industry that provides high speed internet to customer in USA. It was founded in 2010, and is headquartered in Mountain View, California, USA, with a workforce of 501-1000 employees. Its website is Apply tot his job